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The process approach to service quality management
7 references·0 citing·33 second hop
The process approach to service quality management (2018)The process approach to service quality m…Models and Methods of Measuring the Quality of Logistic Service (2017)Models and Methods of Measuri…Determinants of assessing the quality of advertising services - The perspective of enterprises active and inactive in advertising (2017)Determinants of assessing the…Challenges of smart business process management: An introduction to the special issue (2017)Challenges of smart business …Consumer Satisfaction with the Quality of Logistics Services (2014)Consumer Satisfaction with th…Application of Servqual method for evaluation of quality of educational services at the university of higher education (2014)Application of Servqual metho…Managing and improving service quality in higher education (2013)Managing and improving servic…Measuring service quality: a systems approach (1995)Measuring service quality: a …A Service Quality Model and its Marketing Implications (1984)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Refinement and reassessment of the SERVQUAL scale. (1991)Internal Marketing and Customer Driven Wavefronts (1999)A case study of service failure and recovery within an international airline (2005)How do ESG pillars impact firms’ marketing performance? A configurational analysis in the pharmaceutical sector (2021)The Nature and Determinants of Customer Expectations of Service (1993)Logistics Service Quality as a Segment-Customized Process (2001)Organizational impact of system quality, information quality, and service quality (2010)Logistic service quality as a mediator between logistics capabilities and customer satisfaction (2018)Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study (2020)Logistics Service Quality and Product Satisfaction in E-Commerce (2024)Out of the Crisis (1982)Delivering quality service: balancing customer perceptions and expectations (1990)Reengineering Work: Don’t Automate, Obliterate (1990)Evaluation of Service Quality of Private Higher Education Using Service Improvement Matrix (2016)Understanding service quality: insights from the literature (2018)Engagement for quality development in higher education: a process for quality assurance of assessment (2020)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A SERVQUAL and QFD approach to total quality education (2004)Evaluation of quality of services provided by transport & logistics operator from pharmaceutical industry for improvement purposes (2019)Measuring Service Quality: A Reexamination and Extension (1992)Assessment of logistics service quality dimensions: a qualitative approach (2021)Impacts of logistics service quality and energy service of Business to Consumer (B2C) online retailing on customer loyalty in a circular economy (2022)Infrastructure efficiency, logistics quality and environmental impact of land logistics systems in the EU: A DEA-based dynamic mapping (2022)An overview of workflow management: From process modeling to workflow automation infrastructure (1995)Fundamentals of Business Process Management (2013)Challenges and Opportunities of Applying Natural Language Processing in Business Process Management (2018)Fundamentals of Business Process Management (2018)From Process Models to Chatbots (2019)Using Machine Learning in Business Process Re-Engineering (2021)Advertising And Promotion: Integrated Marketing Communications Perspective (1997)Service Management and Marketing (2011)
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References

  • 2014Consumer Satisfaction with the Quality of Logistics Services124 cited
  • 1995Measuring service quality: a systems approach121 cited
  • 2013Managing and improving service quality in higher education96 cited
  • 2017Challenges of smart business process management: An introduction to the special issue69 cited
  • 2017Models and Methods of Measuring the Quality of Logistic Service65 cited
  • 2014Application of Servqual method for evaluation of quality of educational services at the university of higher education40 cited
  • 2017Determinants of assessing the quality of advertising services - The perspective of enterprises active and inactive in advertising16 cited

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